Last week I sent a short email to Vaillant asking for the contact details of its legal department, indicating that I intended to write a letter before action as a prelude to a claim for breach of warranty, since they have not only failed to attempt to fix the problem, but have not even managed to communicate with me about it.
As if by magic, today I received a call from its customer care department - the first contact that I have had from them without chasing. The person I spoke to went away to seek an update on the situation, and came back to say that the problem is under investigation by Vaillant in France (which is a little curious if the 400 series is only sold in the UK). I was told that the timescale for any resolution is unknown.
The fact that it took a reference to legal action to elicit this information (or indeed any information) reflects poorly on Vaillant's customer service. However, it is promising that they are supposedly investigating. Nevertheless, if (as I suspect will be the case) no resolution is forthcoming and I continue to hear nothing from them, I shall start a claim
